Get out of fines free: Recruiting student usability testers via fine waivers

Abstract

St. John Fisher College's Lavery Library's Access Services and Systems departments began a pilot project in which students with overdue fines tested usability of library Web sites in exchange for fine waivers. Circulation staff promoted the program and redeemed fine waiver vouchers at the Checkout Desk, while Systems staff administered testing and provided vouchers to participants. Staff evaluated the pilot to be a success, as qualitative data were collected to enable iterative changes to library Web sites, and users had a positive customer service experience. The piloted method may be applied in the future to assess other programs and services.

The state of circulation policies and practices in Chinese academic libraries

“…As previous literature has described, regarding overdue processing, some libraries have explored alternative options and adopted a multi-layered approach (Hockenberry and Blackburn, 2016; Rupp et al, 2010). In China, there are various alternative practices instead of charging fines, such as online tests on WeChat or the library website, volunteer service, amnesty programs, grace periods, fine forgiveness, etc.…”

“…In fact, there may be more innovative initiatives in the overdue process to be introduced, while there is little peer-reviewed literature on the topic. For example, St John Fisher College’s Lavery Library recruited students with overdue fines to test the usability of library websites in exchange for fine waivers (Hockenberry and Blackburn, 2016). It is recommended that libraries with similar needs and policies consider implementing such practices as a way for borrowers to erase their fines and to promote goodwill and positive user experiences.…”

“…Alternative ways of handling overdue fines are rare in libraries outside of China, although Rupp et al (2010) recommended raising the fines on overdue recalls in conjunction with eliminating routine overdue fines. Hockenberry and Blackburn (2016) piloted a program in which students with overdue fines tested the usability of library websites in exchange for fine waivers and offered an option for patrons to proactively manage fines. Similarly, Mitchell and Smith (2005) proposed using rewards to minimize overdue book rates.…”